I equate my book to building a house. The employee is the architect, the leader is the builder and the blue prints are supplied by my Step2 Training System.

When customers are truly thrilled about their experience with a product or service, they have the potential to become one of its influential evangelists. Savvy

The author explains how to bring customers back to the business and improve the bottom line. Emphasis is placed on finding highly valued, low-cost-to-implement

Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wr